-Reporting to the operations manager, working with managers and staff towards the ensurement of a smooth business environment with the focus of optimal sales performance-Ensuring administrative tasks are completed as needed in the organization-Collaborating with different departments to increase overall work performance-Identifying operational risks and opportunities, and providing solutions for the same, together with the help of relevant departments-Overseeing different programs inside the company to improve the overall organization operation

-Acts as primary interface towards Customer for activities, issues, related to scope of Care contracts, including Customer complaints, corrective actions, changing requirements, for Mobile Networks products-Manages all Care phase operations, implements customer contracts and delivers services included in the Care Service portfolio-Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities, pre-sales and sales/tendering processes, reflecting into planning Care deals-Leads Care contract life-cycle, ensuring proper and timely: contract handover from Sales and/or Delivery to Care phase, services delivery team readiness (including 3rd party services and products), contract renewal/extension and closure-Ensures and monitors Care contractual commitments are met, maintained, regularly reviewed and agreed with customer; continuously looking for service quality and customer satisfaction improvement-Provides accurate financial forecasting (direct costs, risk contingency) and internal reporting of Care contracts-Monitors and controls contract deliverables so that they are provided within approved budget, profitability forecast, planned scope and expected quality; takes corrective actions for under performing contracts-Ensures Care services revenue recognition and guarantees data quality so that all Care information systems reflect contract obligations reliably (e.g. entitlement, installed base contractual status, project financials)-Prepares and executes effective communication plan for customer and all relevant internal stakeholders, ensuring proactive communication of relevant information for setup and continuity of services (e.g. Care plan, EoL/EoS, retrofits)-Contributes to support processes (e.g. approving, tailoring and communicating Customer outages reports, triggering management escalation process, taking the lead in Customer communication in case of severe incidents and outages)

-Acts as primary interface towards Customer for activities, issues, related to scope of Care contracts, including Customer complaints, corrective actions, changing requirements, for Cloud & Network Services Business Applications products-Manages all Care phase operations, implements customer contracts and delivers services included in the Care Service portfolio-Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities, pre-sales and sales/tendering processes, reflecting into planning Care deals-Leads Care contract life-cycle, ensuring proper and timely: contract handover from Sales and/or Delivery to Care phase, services delivery team readiness (including 3rd party services and products), contract renewal/extension and closure-Ensures and monitors Care contractual commitments are met, maintained, regularly reviewed and agreed with customer; continuously looking for service quality and customer satisfaction improvement-Provides accurate financial forecasting (direct costs, risk contingency) and internal reporting of Care contracts-Monitors and controls contract deliverables so that they are provided within approved budget, profitability forecast, planned scope and expected quality; takes corrective actions for under performing contracts-Ensures Care services revenue recognition and guarantees data quality so that all Care information systems reflect contract obligations reliably (e.g. entitlement, installed base contractual status, project financials)-Prepares and executes effective communication plan for customer and all relevant internal stakeholders, ensuring proactive communication of relevant information for setup and continuity of services (e.g. Care plan, EoL/EoS, retrofits)-Contributes to support processes (e.g. approving, tailoring and communicating Customer outages reports, triggering management escalation process, taking the lead in Customer communication in case of severe incidents and outages)

-Primary technical liaison between the Customer and Nokia Care organization for technical support activities related to Cloud and Network Services' Business Applications' products, building a trusted advisor relationship with the Customer and responsible for Customer satisfaction-Acts as a resource having updated and detailed technical knowledge of customer network, NPI and Rollout activities, as well as product expertise-Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions-Represents customer within Nokia for Technical Support Service activities-Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer-Supports Emergency Management team in technical aspects of Outage management-Aware of customer tendering-negotiations, can make suggestions, raise concerns, share sales opportunities with sales and project teams

-Primary technical liaison between the Customer and Alcatel-Lucent's Technical Support organization for technical support activities related to IP Platforms products-Builds trusted advisor relationship with the Customer and responsible for Customer satisfaction-Acts as a resource having updated and detailed technical knowledge of Customer network, New product introduction and Rollout activities, as well as product expertise-Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions-Represents customer within Alcatel-Lucent for Technical Support Service activities-Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer-Supports Emergency Management team in technical aspects of Outage management-Aware of customer tendering-negotiations, can make suggestions, raise concerns, share sales opportunities with sales and project teams

-Responsible for Long Distance Interconnection (LDI) platform operations-Intermediary contact between Commercial and Technical Departments for Long Distance and Roaming Services-Long Distance Interconnection Assistance & Troubleshooting (SIP/H.323/ISUP) for International Voice Carriers (TATA, IDT, IBASIS, AT&T, BELGACOM/BICS, FTLD, SPRINT, TIM, VERIZON, among others)-International Carriers VoIP Provisioning (SIP/H.323 Peering and Trunk Expansions)-Roaming Technical Assistance for Inbound/Outbound Roamers-Voice & Data Services Troubleshooting for Local Subscribers-IREG Testing & Troubleshooting (IR24, IR32, IR35, IR50, IR60)-Interconnection Services Troubleshooting (TDM/ISUP) for Local Operators-Local Number Portability Troubleshooting (EPAP)-SS7 Troubleshooting (MAP, INAP, ISUP)-Number Analysis Handling and Modifications (B-number, MSISDN, Global Title, Routing Case, etc.)-VoIP KPI monitoring on GENBAND/ACMEPACKET Platforms and Fault Corrections-Core Network KPI monitoring (CS/PS) and Fault Corrections-On Call Support for GSM/UMTS PS/CS Operations-Handling Service Calls, Work Orders, and Emergencies with follow up through vendors by Customer Service Request (CSR), Problem Request (PR), Root Cause Analysis (RCA)-Acme Packet O&M (SBC, H.323, SIP)-Pre-emptive/Corrective Maintenance (CS/PS):*Backups/Lifelines*Hardware Replacement (e.g. CP, RP, ET155, APG, OMU, RE, etc.)*Health Checks*Software upgrades (e.g. Ericsson’s SW Packages: IPA, EPA, ACA, IAM, AGM, etc.)*Software Patches and Corrections for Core Network nodes (MSC, MSC-S, HLR, MGW, SGSN-MME, GGSN, STP, EPAP, SBC, NEXTONE)*Tekelec Eagle STP Health Checks/Upgrades*Acme Packet SBC Software Upgrades

-Ericsson Equipment O&M (AXE Platform, BSC, BTS, APG40)-BSC/RNC Operation & Maintenance (Local/Remote)-BSC/RNC Backups and Lifelines-BSC/RNC Faulty Card Replacements (e.g. RPG, CP, APG, ET155, IPN, etc.)-BSC/RNC/BTS/UMTS Software Upgrades-BTS/UMTS Remote Troubleshooting Support to On-Field Technicians at Radio-sites-BTS/UMTS Integrations & Capacity Expansions

-Technical Internship-Ericsson GSM RBS Series 21xx, 22xx, 23xx (BTS) On-Field Deployment, Integrations, Expansions & Troubleshooting Support-Ericsson RBS OMT Tool usage for RBS cabinet configuration and integration/expansion scripts load/verification